Sr. Retail Operations Analyst

Sr. Retail Operations Analyst

Location: Atlanta Field Support Center / National Scope Reports To: Manager, Retail Operations

Who We Are

Fencing Supply Group (FSG) is the leading North American distributor of fencing products, serving professional contractors across residential, commercial, industrial, and infrastructure markets. Through national scale and strong local execution, FSG partners with customers to deliver reliable service, product availability, and growth solutions across more than 70 branches nationwide.

Reporting directly to the Retail Operations Manager, this position serves as a critical link between our retail customers and internal teams, helping ensure excellent execution across order management, customer support, and issue resolution.

Why This Role Matters

The Sr. Retail Operations Analyst works closely with sales, branch operations, and IT to support major retail accounts and drive operational accuracy across FSG’s national retail programs.

Success in this role directly impacts:

• Customer satisfaction and retention
• Revenue growth
• Order accuracy and service levels

Position Summary

The Sr. Retail Operations Analyst is responsible for supporting Fencing Supply Group's national home center retail business by providing day-to-day retail account support, managing order execution, and owning the operational and compliance infrastructure behind our retail programs. Working closely with customers and cross-functional teams, this role helps facilitate efficient order processing, escalate operational issues, track performance metrics, and support ongoing account management activities.

This position is ideal for a detail-oriented, customer-focused professional who thrives in a fast-paced environment and enjoys collaborating across departments to deliver exceptional customer experiences. The Sr. Retail Operations Analyst serves as a critical link between national retail customers and FSG's internal teams, helping drive operational excellence and account success.

What Success Looks Like

• Delivers exceptional customer service
• Ensures order accuracy and execution
• Supports account growth and retention
• Effectively manages multiple priorities while meeting deadlines
• Collaborates effectively cross-functionally with sales, branch operations, IT, and customer service teams

Key Responsibilities

• Provide day-to-day support for Lowe’s, Home Depot, and other retail accounts — managing inbound inquiries, special order quoting, PODs, warranty requests, and store-level issues.
• Own and manage the special order programs for The Home Depot and Lowe’s — including end-to-end order processing, SKU eligibility, pricing maintenance, lead time management, and retailer compliance.
• Own new item setup through Syndigo?/?CXH and GDSN — product data, images, and attributes — ensuring compliance before items go live.
• Monitor EDI performance (850?/?856?/?810), triage failures, and coordinate resolution with IT to maintain ASN compliance and minimize chargebacks.
• Research, dispute, and track retailer deductions and chargebacks; escalate root causes to reduce recurring issues.
• Monitor retail performance data — order drops, fill rate trends, out-of-stock positions, and sales velocity — and proactively flag issues before they escalate. Maintain Pro Extended Aisle program content and support invoicing and consignment order tracking.